Pairing didn't work:
what to check

Most pairing problems come down to one of a few things: the light was not blinking when the app was looking, the phone was on the wrong Wi-Fi band, or the light already belongs to another account. Find the message you saw below.

The light isn't blinking

• The light has no power. Check the wall switch.
• You let go too early. Hold the pairing button in the middle of the remote for the full 5 to 10 seconds, until the light blinks.
• It is a different remote. Each light pairs only from the remote that came with it.
• If the light never blinks, however long you hold, contact us with your order number.

"It didn't join"

The app heard the light but it did not get onto your Wi-Fi.

• Hold the pairing button again until the light blinks before you tap Try again. A light that has been blinking for a while may not be found a second time.
• Check that you chose your 2.4 GHz network, and re-type the password.
• Used the app before with a different email? Your lights stay with the account they were first set up on. See Sign in, your account and a new phone.

"We couldn't find it"

Nothing answered the search. Three things cause this: your phone is on a 5 GHz network, the light stopped blinking (lights give up after about a minute, so start the search first and hold the button only when the app says it is searching), or you are too far away. Stand next to the light.

"This light belongs to another account"

Nothing is wrong with it. It was set up on another account, for example with a different email, on another phone, or by a previous owner. Sign in with the email that first set it up, or contact us and we will release it for you.

"That took a little too long" or "We couldn't reach our setup service"

Nothing was changed. The first one means the setup session ran out: start over with the light blinking. The second is a hiccup on our side: wait a moment and try again.

On an iPhone, it stops at "Joining"

If an iPhone stalls twice at Joining, sign in on an Android phone or tablet with the same email and pair from there. The light then shows on your iPhone too. Update the app first if it offers an update.

Several lights blink at once

One remote has been paired to several lights, so they all go into pairing mode together, and the app can only take one. Switch the others off at the wall and pair one light at a time. To give each light its own remote, see Pair the remote to your light.

Still stuck

On the screen where pairing stopped, tap Show tech details, then Copy details, and send us that line with your order number. It shows us exactly where things stopped and has no passwords in it. See Send us the tech details.